This video was created in collaboration with Norfolk and Waveney ICB, who approached IC24 to produce a clear and practical NHS 111 guidance video specifically for Residential and Nursing Homes. Its purpose is to support care home staff in understanding what to expect when contacting NHS 111, what information to prepare, and how to ensure residents receive timely and appropriate care.

Calling NHS 111 on behalf of a resident can be vital in urgent situations. Whether you are a non-clinical carer or a clinician, confirming your role at the start of the call helps the Health Advisor understand the level of assessment required. Clinicians—such as community nurses or paramedics—may complete their own assessments before calling and can request a specific callback timeframe.

Regardless of your role, it is essential that you always have eyes on the patient during the call. You may need to describe visible symptoms, check temperature or pulse, or allow the resident to speak directly if they are able.

Our Patient Safety Lead, Philip Blake, highlights why this guidance is so important:
"Understanding the support that patients and nursing home staff require from our service can be challenging. Often, this is because the caller is not the patient, they are not in the same room as the patient when they call, and struggle to provide clear information in response to questions in an NHS111 Pathway. We have developed this video to help staff in residential and nursing homes make best use of the NHS111 service, providing some simple rules on the information they need to have to hand before they call. Developed in association with Norfolk and Waveney ICB, the video will be shared widely through contacts both there and at other ICBs to help ensure visibility in as many Homes as possible."

This collaborative video aims to address these common challenges and ensure care home staff feel more confident, prepared, and supported when seeking urgent advice for their residents.